Technical Support Engineer (Azure, Networking)

The support engineer is responsible for support delivery, providing technical support to azure customers by resolving escalated, complex technical customer issues on the azure platform and delivering azure technical support against CPE and workflow efficiency targets. to identify required tools, cloud access, training, processes or capabilities to assess customer issues. the engineer will need to closely collaborate with PG engineering and operations, and other CTS engineers.
 

The support engineer is a critical role in the implementation of azure platform support capabilities which include working with the PG and azure supportability PMs to implement asks. identify technology, and/or process readiness needs, and work with training PMs and tech leads to ensure support team readiness. develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
 

Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.

Main Responsibilities:
1. Customer Issue Resolution & Responsiveness

• Drive the communication with the customer to ensure the customer has confidence on problem resolution.
• Define and understand the customer issue by creating the adequate reproduction scenarios.
• Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.

2. Effective Communication & Collaboration

• Identify the right resource to collaborate with for tough & political hot problem.
• Collaborate with cross-group peers both proactively and reactively. 
• Produce quality documentation and share with the appropriate team members and tech lead as appropriate.

3. Training & Readiness

• Identify current knowledge deficiencies/training needs, as well as potential future needs 
• Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
• Make effective technical presentations, both internal and external.
• Provide documentation and mentoring to others within your technical specialty.
• Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies /training needs, as well as potential future needs.
• Implement your development plan, actively seek development opportunities, and complete all scheduled training.
• Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.

4. Operation Precision

• Adhere to published queue or call back schedule and be available for on-call duty, as necessary.
• Use appropriate documentation and utilization and / or labor tracking methods to account for time.
• Manage and prioritize your workload while keeping team members and management appropriately informed.
• Participate in ad-hoc projects per management request or business need.